Thank you for your support of OpenEdge!

Whether you’re a brand-new customer (Welcome!) or a long-time one (Thank you for your loyalty!), we know there are questions that may come up from time to time. We created this resource to help you quickly find answers to the most commonly-asked questions we get related to your account, its operation, its security, its reporting and more.


Basics

Who is OpenEdge?

OpenEdge helps businesses succeed by delivering secure and personalized payment solutions. As the integrated payments division of Global Payments, OpenEdge is driving innovation – adapting, scaling and simplifying how payments are processed, across platforms and points-of-interaction, in an increasingly complex landscape. OpenEdge serves more than 2,000 technology partners across 60 industry industries throughout the United States and Canada.

What’s your relationship with my business management software provider?

As partners, OpenEdge and your provider developed the payments function you use in your software. OpenEdge is both your payments processor and the technology developer of the payment features.

Who do I contact with questions about payments processing or my merchant account?

Those who need help with accounts, funding or general questions can call (800) 774-6462 (option 3) or email customerservice@openedgepay.com. For help with processing or equipment, use option 2 or email support@openedgepay.com.

Why am I sometimes referred to as a “merchant?”

OpenEdge recognizes that some businesses are not “merchants” in the traditional sense. The industry-accepted term refers to someone who accepts credit card payments.


Setup and Activation

How do I sign up for payment processing?

Your software provider might have given you a specific process for setting up payments in that system. If not, please call (800) 774-6462 (option 1) or email solutions@openedgepay.com. An OpenEdge payments expert can provide a quote and walk you through the application.

How long does it take to sign up?

Once the application is complete, most firms can accept credit cards within 24 hours.

Do I need to open a new bank account?

No. Funds can be deposited to any existing U.S. checking, savings or money market account.


Your Merchant Account

What are Your Rates/Fees?

This is the question where some merchants expect a simple off-the-shelf number, but credit card processing fees vary based on your business and how you accept payments. Depending on the cards you accept, the volume you process, whether you run a brick-and-mortar store (versus eCommerce) and some other variables, your pricing model is highly personalized. For a custom quote for your business, call (800) 774-6462 (option 1) or email solutions@openedgepay.com.

What credit card types does OpenEdge support?

Initially, your account will support Visa, MasterCard, Discover and JCB. You may request American Express, which has its own rates, fees and underwriting guidelines.

Where can I find my Merchant ID (MID)?

Your MID is located on your merchant statement from Global Payments (OpenEdge’s parent company) in the upper right.

When does batching occur?

The default settlement time is usually set for 2AM (Pacific time). However, you can request a different settlement time from OpenEdge.

How and when do I receive my money?

OpenEdge deposits your money from credit and debit transactions directly into your preferred bank account within 24 hours, providing the transaction is processed prior to 4pm Pacific time.

Is the full amount of the transaction deposited to my bank account?

Yes. Any fees are automatically debited at the end of each month.

How do I access my merchant statements?

Monthly statements are mailed to you. You can also access statements online via Business View Global by registering at: https://businessviewglobal.com/eradmin


Account and Transaction Help

How do I set up an additional merchant account?

Set up additional merchant accounts by contacting OpenEdge Sales at (800) 774-6462 (option 1).

How do I change account information (business name, address, phone, etc.)?

Call Customer Service for any account maintenance issues at (800) 774-6462 (option 3).

Can I use a smartphone or device to process payments?

Yes. Once you set up a login and password for our OpenEdge View Portal or Merchant Portal, you can download the OpenEdge Mobile application from AppStore (IOS) or Google Play (Android). Use your OpenEdge portal credentials to run payments.

How do I perform a refund?

If your integration allows for a refund, the best practice is to initiate REFUND from your business management software. If refunds are not a supported transaction type, you can perform an Independent Credit or a Dependent Refund from OpenEdge View or Merchant Portal.

How do I re-run a transaction?

The best process to re-run a transaction is through the business management software with the card present. If there is no option to re-run a card present transaction, call Customer Service ((800) 774-6462, option 3) to get the card data required to re-run a transaction. Please be prepared to verify credentials.

How do I verify a transaction?

Verify a transaction by logging into OpenEdge View or Merchant Portal and to view reports. You may also call Technical Support at (800) 774-6462 (option 2).

I’m receiving an error message when I try to process a transaction. What can I do?

If receiving an error message you cannot identify, call Technical Support at (800) 774-6462 (option 2).

How do I order hardware?

Contact Sales at (800) 774-6462 (option 1) to order additional hardware.

How do I return hardware?

Return hardware by contacting Technical Support at (800) 774-6462 (option 2).

What is an eCheck/Automatic Clearing House (ACH) payment?

With this type of payment, funds are drafted from the consumer's checking account. eCheck payments are electronic payments made through the Automated Clearing House (ACH) Network. With your OpenEdge account, you have the option to accept eChecks.


OpenEdge View Reporting

What is OpenEdge View?

OpenEdge View is a secure, online reporting resource that serves as a central location for all OpenEdge merchants to process and track all types of payments. OpenEdge View offers easy access to location activity and provides transaction data from all your devices and channels.

How do I access OpenEdge View?

Go to openedgeview.paygateway.com on your preferred browser. View will prompt you for user name and password (sent during your installation appointment).

How do I reset my password?

Use the Forgot Password link on the OpenEdge View login page or change your password after logging in:

  1. Log into OpenEdge View. Select your username, then select the My User Profile button
  2. Select the EDIT button
  3. Select the CHANGE PASSWORD button
    1. When changing your password, you will need to enter your previous password into the Current Password field. Enter the new password into both New Password and Re-enter New Password fields. Choose a Security Question, and enter a Security Answer.
    2. See the information in the OpenEdge View Password Policy section for password requirements
  4. Select the SAVE button

What should I do if locked out of OpenEdge View?

For your security, your user account will be locked after 3 failed login attempts or after 90 days without logging in. If your user account is locked, send a request to unlock your account to support@openedgepay.com or contacting an administrator in your company with Merchant Manager privileges in OpenEdge View.

Can I view all my locations under one login?

Yes, OpenEdge View lets you view all your locations under one login. If you are unable to see your locations, please call (800) 774-6462 (option 2). Our Technical Support team will assist you with access to the missing accounts.

How do I view processed transactions or access reports?

After logging into OpenEdge View:

  1. Select Chain tab to enter a Chain Name
  2. Select the TRANSACTIONS tab
  3. Choose the Date & Time of the transactions you would like to view
  4. Under the Account section, press the SELECT button. Choose any desired Accounts and select the SAVE SELECTION button
  5. Additional search information may be entered as desired, such as Transaction ID, Amount, etc.
  6. Select the SEARCH button; the matching transactions will display

How do I create a new user?

Users with a role of Sys Admin, Customer Care Manager, and Merchant Manager will have access to create new user accounts at or below their role level. Users with the role of Customer Care Team Member have access to create users of a lower role level.

  1. Log into OpenEdge View. Select your username, then select the My User Profile button
  2. Under the create column, select USERS
  3. Choose the User Type desired for this User
    1. The Chain ID is required when creating a new Merchant User
    2. The Partner ID is required when creating a new Partner User
  4. Choose the role for this user
  5. Select the Time Zone, Date Format, and Time Format for this User
  6. On Merchant User accounts, choose the Enabled and Locked box if desired
  7. Enter the First Name, Last Name, Country, and Email address for this User
  8. Select the CREATE button

How do I edit or disable users?

Users with a role of Sys Admin, Customer Care Manager, and Merchant Manager can edit user accounts at or below their role level. Users with the role of Customer Care Team Member have access to edit users of a lower role level.

  1. Log into OpenEdge View and open the Administration Panel
  2. Under the search column, select USERS
  3. Enter a User Name, First Name, Last Name, Account ID, Account Name, Chain ID, Chain Name, Partner ID or Partner Name, if desired, and select the Search button
  4. Users are displayed
  5. Select the desired User
  6. Select the EDIT button
  7. Fields may be edited, as desired
  8. Select the SAVE button

How do I change batch times?

The default settlement time is usually set for 2AM (Pacific time). However, you can request a different settlement time from OpenEdge by calling Technical Support at (800) 774-6462 (option 2).

How do I print or email a receipt?

After logging in to OpenEdge View:

  1. Select the TRANSACTIONS tab.
  2. Choose the Date & Time of the transactions you would like to view
  3. Under the Account section, press the SELECT button. Choose any desired Accounts and select the SAVE SELECTION button.
  4. Additional search information may be entered as desired, such as Transaction ID, Amount, etc
  5. Select the SEARCH button
  6. Select a Transaction ID
  7. Select the History tab
  8. Select the PRINT RECEIPT or EMAIL RECEIPT button on the desired action line
    1. PRINT RECEIPT will display a copy of the receipt, which can be printed by selecting the PRINT button
    2. EMAIL RECEIPT sends the receipt to the email chosen in the pop up window that appears when selecting this option. After completing the required fields, click SEND

I received a decline when processing a transaction. What does that mean?

We understand the sensitive nature behind cards being declined, and the on your businesses and customers. When receiving these errors, verify the response by selecting Transactions in OpenEdge View. The result code column displays 3-digit result codes with brief descriptions. Common result conditions include:

Result Codes Summary Description
001 Decline Bank Standard Decline Resulting from insufficient funds, or bank related hold
002 Call Voice Authorization Requested Please contact the Voice Authorization Number
007 Partial Partial Approval The transaction was approved for a partial amount
010 Invalid Expiration Expiration Date is Incorrect Check the expiration date and ensure it is correct
805 Auth Error Interruption in Payment Processing Please Contact (800) 986-9350
828 Card Type Card Type is Not Supported Please contact (800) 986-9350 to allow this card type

*Note: If you receive a response code not listed or have further questions, please contact Technical Support.

My customer requested a return. How long until they receive funds?

Returns completed in OpenEdge View or your integrated software are processed same day and may take 3 to 5 business days to appear on a customer’s credit card, subject to the bank’s processing time.


Security/EMV

How does OpenEdge protect my information?

OpenEdge secures all personal and business information through industry-recognized safeguards such as EMV, digital tokens and firewalls, coupled with carefully developed security procedures to protect data from loss, misuse or unauthorized alteration (through the proprietary EdgeShield security bundle). Sensitive information is protected via encryption during transmission using the Secure Socket Layer (SSL) protocol. OpenEdge policies restrict access to only those employees and business partners necessary to process payments. We maintain Level 1 security certification, the highest designation in the payment card industry.

What is PCI Security?

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle branded credit cards from the major card organizations. PCI standards are mandated by the card brands and administered by the Payment Card Industry Security Standards Council (PCI SSC). The standard was created to increase controls around cardholder data to reduce credit card fraud.

What is EdgeShield®?

Available exclusively from OpenEdge, EdgeShield is an advanced security services bundle intended to protect credit card data, prevent counterfeit fraud, and enhance payments security. Through a unique collection of complementary security solutions, EdgeShield delivers one of the industry’s most secure payments platforms. When used with systems that accept payments, the bundle protects credit card data while at rest and in transit.

Do I need a new card reader to accept EMV chip cards?

Yes; chip cards are processed differently than magnetic-stripe cards. To accept EMV at your business, you’ll need an EMV-enabled credit card reader capable of accepting vertical insertion (a.k.a. dipping) in addition to the horizontal swiping necessary with magnetic strip cards.

Why is EMV a more secure credit card option?

Magnetic stripes on traditional credit and debit cards store contain unchanging data. Whoever accesses that data gains the sensitive card and cardholder information necessary to make purchases. That makes traditional cards prime targets for counterfeiters, who convert stolen card data to cash. EMV cards, however, contain a small computer chip (it’s that small gold square on the card face). Unlike magnetic-stripe cards, every time an EMV card is used for payment, the card chip creates a unique transaction code that cannot be used again. If a hacker stole the chip information from one specific point of sale, typical card duplication would never work because the stolen transaction number created in that instance wouldn't be usable again and the card would simply be denied.

One of our merchants had this to say...

Testimonial Avatar

OpenEdge's Technical Support group is world class! They would get the JD Powers award for the industry. They are so far ahead of their competitors that every other processor in the industry should hope to grow up someday and be as good at this group. This is absolutely the world's best system.

—Consulting Merchant in Indiana